[masraum]

Originally Posted by Rick Lee

Long ago I was offered a pretty well-paying job as a service adviser at an Audi dealership. I couldn't believe that job could pay so well. But the service mgr. said they always got huge CSI bonuses from Audi Corp. Just by sheer coincidence, I needed something done on my '87 Carrera and the shop I used told me they were slammed with Audis and it would be a while before they could get to me. I asked why they were slammed with Audis. Turns out that Audi dealership referred all non-warranty work to them, so customers wouldn't be able to get revenge with a bad CSI rating when they got a monstrous repair bill.

There's almost always a way to game the system.

And frankly, when customers are involved, sometimes the system needs to be gamed.

I once worked at a place where you potentially got a customer satisfaction survey after helping customers (think "tech support" type work). The surveys had something like 5-10 questions that could be answered 1 (bad) - 5 (good) and we were expecting to keep our avg above 4.6.

I had a guy call once with a well known issue. I knew the issue within 60 secs of talking to him and gave him the fix which was simple. He gave me all 3 across the board (which was BS since one of the questions was about whether I was courteous). All 3 across the board is a big ding on an avg of 4.6 and takes a bunch of all 5s to get back up. His reasoning was that the problem was "obviously too simple" to warrant anything other than "avg."

You can also get a guy that you bend over backwards for, but they are twits or don't like the ultimate answer, and those guys may give you all 1s across the board (again, if I didn't call you an arsehole, then you shouldn't give me a 1 for being courteous).

All 1s are horrible to try to avg back up to over 4.6.